Buyer request refund, please help!

[rwong07]

A buyer was interested in one of my listing on my EBay. The buyer contacted me and we agreed to make the transaction through PayPal. The payment was sent on 08/27/14 and the item was shipped the next day. The buyer requested for the item to be shipped through Priority Mail, since he was located on a military base and it would take longer for the item to arrive through standard shipping. I had someone ship out the item for me and they mistakenly used Standard Shipping instead of Priority Mail. The buyer has not received the item yet now request a refund of half the item cost, approximately $150, or he will open a case through PayPal. He claims PayPal will not protect him after 30 days and he does not want to be scammed. He state he would send back the refunded money once the item arrives and when he confirms that the item is authentic.  In my invoice, I did not state I would be shipping priority mail and that refunds will only be honored if the item was not authentic and the condition did not match the description I listed.

Also worth mentioning, after I shipped the item the buyer requested the receipt which I didn’t have. I sent him the email confirmation that showed when and where I purchased the item. He quickly responded that the item was fake and demanded a refund. A few minutes later, he apologized and said he will confirm whether the item is authentic once it arrives.  So overall, the buyer requested a refund twice without even receiving the item yet. I agree that it was my mistake I didn’t acknowledge his specifics with shipping, however I feel the amount he requested is a bit high. It is also skeptical to me that the buyer request a refund twice before the item have even arrived.

Should I be worried of getting scammed if I refund a partial amount back to the buyer? What would be a reasonable amount to refund back? Is it safe to refund money back or should I just let PayPal handle the situation. Would Paypal protect me if the buyer tries to open a case? 

[snowshoe]

If you do a partial refund, the buyer now gets his item for half price.   PayPal's policies allow for 45 days from the date of purchase to request a refund, not 30.   Bottom line, sounds like the buyer is trying to scam you.

If you followed the guidelines in the User Agreement for Seller protection, then you have a good chance.

[sephina]

I have similair problem with a different buyer.  This buyer just open eBay account since January, and bought a lot of items to resale in his country.  He bought multiple items from me and paid for only one but complaint the shipping was too expensive and only willing to pay for $10.00 or less for shipping to Italy.  4 items were never paid, and went into unpaid cases and closed by eBay for unpaid.  I also like to mention, right after I sent him the blue diamond, he emailed me and demanded for positive feedback's.  Stating I am " in a hurry to get pay for my item but, not hurry enough to give him feedback right away".  I explained to him I will giv ehim feedback after I got the item packed and shipped (I thought it was reasonable), and I also explained to him that "sellers has no option but to give positive feedback, so not to worry I will give him positive feedback".  The item he paid was an 0.28 carat loose blue diamond, and was listed as SI1-I2.  for $69.00.  First the tracking shown package was refused and was going to return to seller, and then gotten delivered the next day, 5/18.  Now he claimed item not matching description and wants replacement or refund $40.00.  Stating the diamond has flaws.  I explained to him that the diamond was listed as SI1-I2, so it is obviously the diamond does has flaws, as listed.  So it did matching description.  If he is not satisfy with the purchase is to please return for refund as I can't afford to refund $40.00 for an item I barely made money in the first place.   I went and check his feedback's.  He gave all together 7 negative feedbacks to other sellers.  I I have problem with PayPal ruled favored to buyer before unfairly, and concern that PayPal will do it again this time.  Also either way, if PayPal can see my explanation, and agreed with me to have buyer return for refund, I am pretty sure would get a negative feedback's from the buyer.  I can't win either way.  Can anyone help with advice as I haven't had much luck with Paypal protecting seller on my cases in the past.  Buyer didn't contact eBay about item not matching description and I was wondering could it because of the no paying cases?  So with PayPal, I got the "item not matching description", and eBay, I would probably getting negative feedback's.  Thank you for taking your time and read my problem.

[DPCreations]

@sephina

First, never make your seller decsions based on feedback you hope to get; rather, make your decisions on good business preinciples.

Second, never make decslons based on buyer requests for feedback.  When buyer requests feedback it is a clue (red flag) to cancel the sale.

Thrid, when buyer complains about shipping cost after claiming the sale, it's a sign of a future problem; best to cancel sale.

Fourth, feedback is not a discussion option with buyer.  Red flag alert.

Fifth, review buyer feedback before shipping an item.

Now, onto the complaint.

When a buyer opens a dispute, either directly or through PayPal or eBay, it's time to make a deal with the buyer while you can still salvage something.   At this point, accept that you are not likely to salvage the entire deal, so think about the costs to your business.  Even if PayPal forces the buyer to return item at seller cost, seller will be very angry and may sabatage the deal and you loose all; that's what you don't want to happen.  You want to salvage something, so make a deal with the buyer--a deal which will have the least negative impact on your business.  Even a partial refund is much better than a total loss when you receive nothing back or a damaged item and you have to refund all.  Focus on your business deals, not your emotions.

It's not about fairness; it's about what is the best solution for your business.

[sephina]

Thank you for your valuable feedback.  I agreed for the most part, but I can't refund the buyer $40.00 as I didn't hardly make on this sale.  And if he return, I can go ahead and refund him and can sell it to someone else for the same or better price.  I don't mind working with him and refund some, maybe, but $40.00?  I have already respond to PayPal resolution, and I did have policy that if my customers not happy with their purchase to contact me to return for refund. 

I checked his feedback's after received the claim not matching description.  So, I didn't know about this until it was too late.  Now that I have already respond for customer to return for refund.  Shouldn't PayPal waiting for the return before taking my money and refund to customer?  Which I didn't think it's fair.  I am trying to sell off my inventory so I can close my business, and that's why I sold stuff cheaper than I have been. 

[DPCreations]

Under certain circumstances PayPal does not even require return, like selling fake items.

You are assumeing that this buyer who has been a pain, is not going to be the perfect customer and return a perfect diamond.  My guess is that won't happen and the buyer is likely to substitue something else.  PayPal cannot observe the package, only the tracking number to show return.  Once the tracking shows returned, buyer gets money and you get the box with whatever the buyer decided to return.

It's all about evaulating your business risks to make sure you make a profit. 

To miniize risk, just sell locally for cash and all will be fine.